- Lead and manage teams in Quality or Operations for Banking processes to ensure service excellence.
- Oversee compliance with FCC, AML, and KYC guidelines and implement process controls.
- Monitor performance metrics, conduct audits, and ensure adherence to SLAs and quality standards.
- Mentor and coach team members to improve efficiency, accuracy, and productivity.
- Collaborate with internal and external stakeholders to resolve process-related issues.
- Drive process improvement initiatives to enhance operational effectiveness and compliance.
- Prepare reports, analyze trends, and provide recommendations to senior management.
Experience: Proven experience in Quality or Operations for Banking processes, with hands-on exposure to FCC, AML, and KYC, preferably in a BPO workplace